We are members of New Brunswick's contact centre community.  Our industry employs nearly 18,000 people in our province. We offer excellent salaries and benefits packages, with career advancement and development opportunities throughout the province. The contact centre industry contributes over $1 billion annually to the province’s economy.

To learn more about New Brunswick's contact centre industry and ContactNB, click here.

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Dim the lights, raise the curtains!  The ContactNB Awards of Excellence are coming June 18th, 2015 to the Delta Beausejour Hotel in Moncton! 

Click
here for more info and to reserve your company's table at the star-studded gala event!




Watch here for info about this year's
Contact Atlantic Conference -- coming soon!






What topic(s) would you most like to discuss at an upcoming Best Practices session?  Let us know what is important to you! 

Please share your thoughts with us by sending an email to info@contactnb.com




Meet ContactNB's newest
Contact Centre Member.....




CAA Atlantic, with their head office in Saint John, NB


Meet new ContactNB's newest Associate Member.......



         


Deloitte LLP, one of Canada’s leading professional services firms, provides audit, tax, consulting and financial advisory services to a wide range of Canadian and international clients.

 




Contact Atlantic Updates:

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Find our why Contact Atlantic is Canada's Premier Contact Conference and Expo Event. 


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contact centre

Canada’s CIOs had better be ready to deal with their customers in new ways, according to a report issued last week. Canadian customers are expanding beyond mere phone calls into a variety of other communication channels – and Canadian contact centres aren’t ready to deal with it.

IT services company Dimension Data released its 2015 Global Contact Centre Benchmarking Report, which found that 93 per cent of Canadian contact centres predicted an increase in non-voice traffic. This compared to 87 per cent of contact centres globally.

contact centre stats

Canadians may want to communicate with companies via email, Twitter and SMS, but companies aren’t prepared to deal with the data that these communications will generate.

If their interactions are mostly via these digital channels, perhaps never even reaching the phone stage, then it will be important for CIOs to help capture data about how customers progress through the system, and how they prefer to communicate, he suggested.

“They need to do is create some journey mapping,” said McNair. A bank that wants to convert credit card applications must take the individual consumer’s preference about communications channel into account, along with data about the cost of interacting via a channel.

“Let’s say it’s 20 per cent cheaper to route a loan application to online than it is to do it over the telephone, but the completion rate online may be 40 per cent less,” McNair said. “Then it makes sense to have those inquiry types routed to an agent.”

Unfortunately, Canadian contact centres are behind the curve when it comes to analyzing this information. Analytics was seen as the number one factor to change the contact centre industry over the next five years, yet 67 per cent of Canadian contact centres have no analytics, compared with just one in four global contact centres, the report found.

Part of the problem is that Canadian IT is siloed, McNair warned. Systems simply aren’t joining the dots, and this extends across the whole organization, not just within the contact centre.

“In terms of operational processes, they aren’t sharing customer intelligence,” he added. “58 per cent in Canada and 52 per cent globally are not sharing customer intelligence across the larger organization.”

Contact centres face other challenges as their customers move to alternative communication channels. In particular, omni-channel capabilities will be lacking.

Customers will want to hop between digital communication channels, and they will expect companies to follow them. If their IT systems are already siloed, then contact centres will have a hard time doing that.

It is perhaps no wonder, then, that 84 per cent of Canadian contact centres don’t believe that their ICT meets their current needs.

McNair said that cloud integration could help contact centres to meet these future challenges.

“In the past, cloud was viewed with suspicion, but it isn’t all or nothing,” he said. “91 [er cent say that it improves flexibility, and 89 per cent say that it reduces costs.”

“Organizations are now understanding that there is a new hybrid architecture model available where you continue using the legacy architectures that are there, but then add to them and complement those with integrated cloud and hosted solutions. That’s gaining real traction,” he said.

Globally, the report found a 23 per cent decrease in direct ownership models among contact centres over the last 12 months. A third of organizations were now planning cloud integration globally.



Read more: http://www.itworldcanada.com/article/canadian-contact-centres-ill-prepared-for-future/143867#ixzz3XDIj3SoM or visit http://www.itworldcanada.com for more Canadian IT News.

News Headlines

April 2, 2015


Click here to see our Spring edition of the
ContactNB e-communiqué Newsletter



  April 8, 2015

In February and March, the Minacs Riverview site took part in charity events to support hungry, homeless and hurting youth in their local area.


Youth Impact's "Coldest Night of the Year"

In February, the Minacs Moonlighters team walked 5 km in the cold to support Youth Impact’s “Coldest Night of the Year”.  The team took on many different fundraising initiatives allowing us to raise a total of $3360, making them the event’s second highest fundraising team.


YMCA Battle of the Brains

In March, they raised another $600 and participated in the YMCA’s “Battle of the Brains” supporting their youth outreach program.  Team Minacs spent the night competing against other local teams in a trivia challenge.

Congratulations to the team at Minacs for their great examples of Community Involvement and giving back where it's needed most.  If your centre is taking part in Community Involvement events, please let us know about them!  Send us an email at info@contactnb.ca.  Include any photos if you have them!


"Nothing great was ever achieved
without enthusiasm."
 
~ Ralph Waldo Emerson


Coming this Summer!


MAKE A DIFFERENCE BY HAVING FUN!

 

Gather your team of co-workers, friends, or family members and join us for an amazing day of fun in the sun at the 16th Annual United Way Beach Volleyball Tournament on Saturday, August 8 at Parlee Beach, Shediac!

 

Teams pay a registration fee of $100 to battle it out for prizes and bragging rights with all proceeds going to support the United Way (UWGMSENB). 

 

For additional information about the United Way Beach Volleyball Tournament and to register your team(s), please contact Larry Lane at llane@asurion.com or (506) 386-9217. Registration deadline is July 31st. Late registrations will not be accepted as play schedules must be finalized.

 

This event is sponsored by Asurion. With offices in North America, Europe, and Asia, Asurion is the global leader in technology protection services.

 


"To be successful,
you have to have your heart in your business,
and your business in your heart."


~ Thomas Watson, Sr.


December 2014